Most companies surveyed (75%)

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Here are some of the trends that will help you grow your customer engagement: Personalization: Expectations vs. Reality In recent years, the personalization of the customer experience has grown significantly. Customers and companies alike agree on the importance of personalization and its positive impact on business: 98% of French companies say that it helps strengthen customer engagement and the majority of consumers recognize this . Above all, personalization boosts loyalty: companies note that there is an increase in purchases of around 48% when their customers receive personalized experiences . However, while brands and consumers agree on the importance of personalization, the report highlights surprising gaps between the two groups.

Most companies surveyed (75%) say they provide good or excellent whatsapp philippines number personalized experiences to their customers, while more than half of consumers (52%) disagree, reporting poor, mediocre or average personalization. This disconnect highlights the need for brands to better understand what personalization means to meet expectations. Companies that invest more in this area have an opportunity to drive growth and grow and retain their customer base. Towards a world without cookies: the countdown has begun It’s impossible to talk about the importance of personalization without talking about cookies… Third-party cookies are already blocked by Firefox and Safari, and will also be blocked by Google Chrome by the end of 2023.




Companies must quickly prepare for these upcoming changes. It is therefore surprising to note that 81% of French companies say they are totally or largely dependent on third-party cookies and that the consequences of their disappearance will be serious: The decline in the return on investment of advertising spending Decreased ability to acquire new customers The decline in the ability to measure the attractiveness of marketing campaigns Despite today’s reliance on third-party cookies, Twilio data shows that French companies are nonetheless looking for alternative ways to collect first-party data. We are seeing strong growth in the implementation of Customer Data Platforms (CDPs) to collect and unify first-party data to make more informed business and marketing decisions and deliver more personalized experiences to customers.